This training is part of the ITIL Practice Manager pathway. For more detailed information on the ITIL Master Pathway, please navigate to the bottom of this page.

A three-day course to prepare learners to successfully use the practices in their environment and to pass the associated examination.

The course consists of a mixture of instructor-based training and activities giving you a deeper look into the below 5 practices:

Service desk
Incident management
Service request management
Monitoring and event management
Problem management

There is a 90 minute, multiple choice examination associated with this course. This exam is virtual and can be booked at a time of the learners choosing and will be invigilated virtually by PeopleCert.

The exam can be booked anytime after 3pm on the last day of the course.

Bilginç IT Academy is an officially Accredited Training Organisation (ATO) by PeopleCert, the global leader in professional certification and exam delivery.
As an authorized PeopleCert partner, we deliver accredited training and official certification exams for ITIL®, PRINCE2®, DevOps, and other PeopleCert-certified programs, ensuring our learners receive globally recognized credentials with the most up-to-date curriculum.

Visit our official PeopleCert partner page here: Bilginç IT Academy – PeopleCert Official Partner

Important Information:
This course is an official program accredited by PeopleCert and is offered only together with the corresponding certification exam. The course fee includes the exam fee.
Participants can take the certification exam online through PeopleCert’s examination system and earn an internationally recognized certificate.
This practice is mandatory to ensure compliance with PeopleCert’s quality standards and accreditation guidelines.

We can organize this training at your preferred date and location.

Prerequisites

A valid ITIL® 4 or ITIL® v3 Foundation certificate is required to attend this course.

Who Should Attend

IT service desk personnel
Incident and request management teams
Monitoring and infrastructure specialists
Problem management professionals
Anyone looking to improve operational maturity of IT practices

Training Outline

Introduction – Service Value System & Capability Model

Review of ITIL 4 Service Value System (SVS)
Understanding how to assess maturity of processes and practices

1. Service Desk

Key roles and responsibilities
Incident logging, prioritization, and resolution
Leveraging service desk tools and automation

2. Incident Management

Restoring services as quickly as possible
Techniques for incident categorization and escalation
Driving efficiency through resolution patterns

3. Service Request Management

Standardized processes for recurring requests
Self-service, knowledge base, and approval workflows
Enhancing user satisfaction with streamlined operations

4. Monitoring and Event Management

Real-time visibility into IT services
Event correlation and alerting strategies
Early warning systems for proactive problem resolution

5. Problem Management

Identifying root causes and preventing recurrences
Integrating with knowledge management and change control
Continuous improvement through known error databases

Review of ITIL 4 Service Value System (SVS)
Understanding how to assess maturity of processes and practices

1. Service Desk

Key roles and responsibilities
Incident logging, prioritization, and resolution
Leveraging service desk tools and automation

2. Incident Management

Restoring services as quickly as possible
Techniques for incident categorization and escalation
Driving efficiency through resolution patterns

3. Service Request Management

Standardized processes for recurring requests
Self-service, knowledge base, and approval workflows
Enhancing user satisfaction with streamlined operations

4. Monitoring and Event Management

Real-time visibility into IT services
Event correlation and alerting strategies
Early warning systems for proactive problem resolution

5. Problem Management

Identifying root causes and preventing recurrences
Integrating with knowledge management and change control
Continuous improvement through known error databases

Why Choose Us

Experience ITIL® 4 Specialist: Monitor, Support and Fulfil through Bilginç IT Academy's live and interactive virtual classroom environment. Join a Public course as an individual delegate or arrange a dedicated Private / In-house online training program exclusively for your organization.

Delivery Method: Online Instructor-Led
Participation Model: Public / Private (In-house)
Live and Interactive Training: Connect with your instructor in real time and actively participate through discussions, Q&A sessions, practical exercises, and group activities.
Flexible Participation: Join the training from your home, office, or any location with a suitable internet connection.
Expert Trainer Network: Learn from experienced trainers with strong industry backgrounds and practical field expertise.
Over 30 Years of Training Expertise: Benefit from Bilginç IT Academy's professional training experience since 1995.
Worldwide Access: Join our live virtual classrooms from anywhere in the world or arrange a dedicated online training program for your organization.

Experience ITIL® 4 Specialist: Monitor, Support and Fulfil in a professional face-to-face classroom environment. Classroom Based training can be delivered as a Public course open to individual delegates or as a dedicated Private / In-house class exclusively for your organization.

Delivery Method: Classroom Based
Participation Model: Public / Private (In-house)
Face-to-Face Learning: Interact directly with your instructor and fellow delegates in an engaging classroom environment.
Experienced Trainers: Learn from specialists with extensive industry experience and practical real-world knowledge.
Professional Training Environment: Attend training in comfortable, well-equipped classrooms designed to support effective learning.
Practical Learning: Depending on the course, reinforce your knowledge through hands-on exercises, scenarios, case studies, and instructor-led activities.

Arrange ITIL® 4 Specialist: Monitor, Support and Fulfil as a dedicated Onsite training program for your organization. Bilginç IT Academy trainers can deliver the training at your office or another location of your choice, with the program planned around your team's requirements and business objectives.

Delivery Method: Onsite
Participation Model: Private (In-house)
Training at Your Preferred Location: Organize the training at your company's office or another location selected by your organization.
Tailored Course Content: Adapt the training program to your projects, team structure, existing skill levels, and specific business requirements.
Team-Focused Learning: Develop your team around a shared knowledge base while strengthening internal collaboration and knowledge transfer.
Flexible Scheduling: Plan the training dates, location, and program according to your organization's operational requirements.
Worldwide Onsite Delivery: Bilginç IT Academy trainers can travel internationally to deliver dedicated training programs at your preferred location.

Why have you chosen us?

I have attended a training from Bilginc IT Academy before and I was satisfied.

I have attended a training from a different provider and it was not helpful.

Other

How many employees do you have in your IT department?

0 – 50

50 – 250

250 – 1000

1000+

ITIL® 4 Specialist: Monitor, Support and Fulfil Training

Prerequisites

Who Should Attend

Training Outline

Introduction – Service Value System & Capability Model

Introduction – Service Value System & Capability Model

1. Service Desk

2. Incident Management

3. Service Request Management

4. Monitoring and Event Management

5. Problem Management

1. Service Desk

2. Incident Management

3. Service Request Management

4. Monitoring and Event Management

5. Problem Management

Why Choose Us